Customer Relationship Management System
Overview
Settle Signals
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SUMMARY
KEY REQUIREMENTS
TIMELINE
Post Request for Information: September 3rd, 2026
Deadline for questions: September 8th, 2026
City responds to questions: September 15th, 2026
Responses to RFI due: September 22nd, 2026
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
City Of Philadelphia, Office Of Innovation And Technology
DESCRIPTION
The vendor will provide a customer relationship management system supporting centralized, configurable case management and intake across departments. The system must enable consistent processing, automated routing, escalation based on request types and business rules, service-level agreements, and omnichannel work routing across voice, email, chat, mobile, and web tasks.
The solution must include robust contact and partner management, including deduplication, complete case and activity histories, flexible partner user permissions, and a modern partner portal. It must also provide 311 staff with visibility into cases assigned to other departments.
The system must support configurable dashboards and ad hoc reporting without developer involvement. Communications capabilities should include phone, web, mobile applications, chat, email, and social media; controlled internal and external comments; tracking of outbound communications; customer notifications for key case events; and configurable communication preferences. Call center functionality should include screen pop, caller matching, omnichannel work handling, call recording, quality monitoring, and supervisor dashboards. Questions must be submitted by September 8, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due September 22, 2026. Questions must be submitted by September 8, 2026.
- Who issued this RFP?
- It was issued by City Of Philadelphia, Office Of Innovation And Technology. The work is located in Philadelphia, Pennsylvania, United States.
- Who is a good fit for this opportunity?
- CRM software providers with configurable case management and workflow automation platforms
- Experience supporting omnichannel customer service and 311 or contact center operations
- Expertise in contact, partner, communications, reporting, and analytics functionality
- Proven capabilities in call recording, quality monitoring, and supervisor dashboards
- Strong implementation, integration, training, and ongoing support resources
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.